Bilingual Customer Service Specialist | Financial Services Hybrid – Mexico City

Location: Mexico City, CDMX

Work Model: Hybrid — three days per week onsite

Employment Type: Full-time

Schedule: Flexible availability required Monday through Sunday, between 6:00 a.m. and 12:00 a.m.

Position Overview

We are seeking bilingual customer service professionals to support customers in the U.S. market on behalf of a leading general financial services organization.

In this role, you will provide exceptional service, resolve account-related inquiries, recommend personalized solutions, and help strengthen long-term customer relationships. The ideal candidate communicates naturally in English and Spanish, works confidently in a fast-paced environment, and is committed to delivering an outstanding customer experience.

Key Responsibilities

- Manage a high volume of inbound customer calls in a structured, fast-paced environment.

- Understand each customer’s needs and provide personalized solutions.

- Assist with account inquiries, statements, payments, card replacements, rewards redemptions, and account updates.

- Recommend relevant products, services, benefits, and enrollment opportunities.

- Build customer loyalty through active listening, empathy, and consultative communication.

- Use available tools and resources to resolve customer concerns during the first interaction whenever possible.

- Protect confidential customer and account information.

- Follow all regulatory, compliance, servicing, and sales guidelines.

- Meet established performance standards, including quality, productivity, customer satisfaction, compliance, and sales goals.

- Take ownership of every customer interaction from beginning to end.

Required Qualifications

- Advanced spoken and written English and Spanish.

- High school diploma or equivalent.

- Strong verbal communication and active-listening skills.





- Ability to communicate naturally and professionally with U.S.-based customers.

- Ability to remain positive and professional during challenging or stressful situations.

- Strong computer skills and the ability to navigate multiple systems simultaneously.

- Excellent attention to detail, accuracy, and problem-solving abilities.

- Ability to manage confidential and sensitive customer information with integrity.

- Reliable attendance, punctuality, and schedule adherence.

- Availability to work flexible shifts, including weekends and holidays when required.

Preferred Qualifications

- Previous experience in customer service, call centers, financial services, hospitality, travel, or consultative sales.

- Experience recommending products or solutions based on customer needs.

- Strong relationship-building and customer-retention skills.

- Ability to adapt your communication style to different personalities and situations.

- Experience working with performance goals or customer-service metrics.

Work Environment

- Full-time hybrid position.

- Three onsite workdays per week in Mexico City.

- Work location near Avenida Patriotismo.

- Shift assignments will be based on operational requirements.

- Candidates must have reliable transportation and the ability to comply with the onsite schedule.

Benefits

Eligible employees may receive:

- Competitive base salary.

- Performance-based incentives.

- Hybrid work arrangements.

- Professional training and career-development opportunities.

- Physical, financial, and mental well-being resources.

- Confidential counseling and employee-support programs.

- Opportunities for internal growth and advancement.

Base Salary: MXN $18,100 gross per month

Guaranteed Monthly Bonus: MXN $5,504 provided through two benefit cards (grocery and restaurant), deposited once per month during the second payroll period.

Bilingual Allowance: MXN $1,491 beginning in the first month.

Performance Bonus: MXN $2,138 beginning after six months of employment.

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📌 Bilingual Customer Service Specialist | Financial Services Hybrid – Mexico City (Nezahualcóyotl)
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